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Customer Service Specialist - Massachusetts

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Ref: 990 Date Posted: Thursday 14 Nov 2024

An exciting opportunity has arisen for a Customer Service Specialist to join our North America division, based in or around the Boston area.

Peak Scientific, Inc is the rapidly expanding North American arm of Peak Scientific, with its main office located in Westford, Massachusetts. You would be joining a North American team of around 100 employees, including dedicated sales and field service engineer teams covering the whole of mainland United States and key territories in Canada.

Reporting directly to our General Manager, North America, you will be an experienced Customer Service Specialist with the ability to support, drive, execute and manage exceptional customer service solutions for our region with a global impact.  

Main job functions include:

  • Provide exceptional customer service by providing accurate and timely responses to customer queries

  • Follow up with outbound calls at scheduled intervals after customer order or service visit to check on customer satisfaction

  • Customer check-in calls following any warranty call-out to ensure genuine satisfaction and survey on service experience

  • Ensure customer data records are updated and record call notes accurately using CRM and Zendesk support portal

  • Support and communicate with other internal departments as required to ensure seamless customer experience from the order touchpoint to delivery of customers orders, while adhering to best practice

  • Log all inbound customer, complaints in line with company SOP’s and guidelines ensuring adequate records of root cause and corrective action

  • Actively seek and record voice-of-customer feedback

  • Deliver training and provide best practice in relation to customer communications for local customer-facing functions, working in collaboration with Customer Service Manager

  • Zendesk subject matter expert, delivering training on system use/best practice

The Candidate:

  • Excellent written and verbal communication skills with a high degree of empathy 

  • Curious, intuitive with a high level of initiative – can quickly connect and deliver on own plans

  • Highly organised with ability to manage busy workflow

  • Self-motivator adaptable to working in team and with own initiative

  • Creative thinker with good eye for detail

  • Ability to multi-task and interact with many different stakeholders

  • Strong negotiation skills 

Our values are structured around our colleagues, our customers, and our service, and while our approach and atmosphere within the business is fun, friendly, and informal, our priority is always on delivering successful outcomes for our customers. Established for more than 20 years, Peak Scientific is a leading innovator in the design, manufacture and support of high-performance gas generators for analytical laboratories, with direct operations in every continent around the world. This success is a result of a continual focus on manufacturing cutting-edge products and in directly supporting customers across the world with industry-leading service and maintenance.

The company is offering a competitive package and opportunities to develop within an expanding international company. If you have what it takes to be part of Peak, click APPLY!

Peak Scientific is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

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